On Sat 24 May 2014, my MacBook Pro 17” was temporarily killed, for the second time, by the well-known and well-documented dead-&-bloated design-flaw inherent in the Apple MacBook Pro A1189 battery, which, in failing, also fatally damaged my computer’s power adapter.
On Sun 25 May 2014 I was subjected to Apple[don’t]Care Customer Lack-of-Service #1 at the Apple Retail Store, Bentall Centre, Kingston, UK – Apple now wants ME to pay THEM for the replacement parts needed to repair the damage caused by THEIR design-flawed A1189 battery failure to MY Macbook Pro!
Here is my consequent 'Apple UK Complaint' email message:
| to: |
Customer Enquiries - Apple UK <contactus.uk@euro.apple.com>
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| cc: |
Mark Rogers - Managing Director - Apple UK <rogers.m@apple.com>
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| date: |
28 May 2014 22:03 |
| subject: |
Apple UK Complaint: Please Do The Right Thing by your Loyal Mac-Buying Customer of Two Decades Standing |
MY CONTACT AND MAC MODEL DATA
My name: Tim Jones
My address: xx xxxxx xxxxx, xxxxx xxxxx, London, xxxx xxx, United Kingdom
My email: xxx.xxxxx@xxxxx.xxx (preferred mode of communication)
My Mac model: Apple MacBook Pro (17-inch, Late 2008)
Serial number: W88431GB3R9
Aka: A1261
Mod: 2.5GHz
Man: 2008-10-28
A Reminder from Steve Jobs: "We Are Accustomed to Expecting Excellence" – But Can Apple Still Deliver High Quality Customer Relationships?
Apple UK Complaint: Please Do The Right Thing by your Loyal Mac-Buying Customer of Two Decades Standing
Dear Citizen,
I'm pleased to say that I have been an Apple Mac owner, user, and advocate for 21 years, always buying my Macs as new models, beginning with a PowerBook Duo 270c in 1993, and including a Power Macintosh 6100 (1995), a Power Macintosh 5500/275 (1997), a Power Macintosh G3 350 (1999), a PowerBook G4 1.5 17” (2004), and my “current” MacBook Pro 17” notebook (2009). I say “current” because my MacBook Pro 17” failed on Sat 24 May 2014, and on the following day, staff at the Genius Bar of the Kingston Apple Store were worse than useless in sucessfully resolving its Apple-generated malfunction – which is why I’m being forced to invest more time and attention into getting Apple to again take responsibility for the design flaw failure mode for which it so correctly took ethical remedial action in 2011.
COMMUNICATIONS CHANNEL: EMAIL
Do please feel free to forward this message within Apple as appropriate, such that it gets to be seen on the screen of a sympathetically minded Apple employee, with sufficient operational discretion to offset a ‘£174 + P&P’ ethical remedial action against Apple’s annual $170+ billion revenue, and a moral willingness to Do The Right Thing to resolve this malfunction in a way that’s mutually satisfactory for both Apple and myself.
BTW, I’m aware that this message may well garner a response along the lines of:
“Our Customer Relations Team can assist and take your feedback about your experience when using our Support Teams / Retail Stores.
To contact either the Apple Care Team / Customer Relations Team please contact the following:
Tel: UK (44) 0870 876 0753”
Due to a disability, I cannot use a telephone to resolve this malfunction, so this is not an option: please do not suggest using telephone communications. My preferred mode of communication for resolving this malfunction is in writing via email, to: xxx.xxxxx@xxxxx.xxx
AN INFAMOUS APPLE BATTERY DESIGN FLAW – DEAD-&-BLOATED FAILURE MODE
Overall, summed over more than two decades, my relations with Apple as a Mac-buying customer have been in general highly positive, best characterised by mutual respect and two-way loyalty – although component failures in my last two Mac notebooks (screen and HDD failures in my PowerBook G4 17”, battery and SSD failures in MacBook Pro 17”) have lost Apple my initial trust that built-in obsolescence played no part in Mac computer design and manufacture.
In 2011, when failed the original Apple A1189 rechargeable battery which came factory fitted in my 2008-manufactured CTO Apple MacBook Pro 17”, it did so in a way that exposed a (by then) well-known and well-documented design flaw in its manufacture: the cells inside swell up, causing the battery casing to bulge outwards and split open. For example, here’s a quartet of photos of Apple’s design-flawed A1189 battery in its dead-&-bloated failure mode, photographed by likewise affected Mac users, and posted to discussions.apple.com:
source: https://discussions.apple.com/servlet/JiveServlet/showImage/2-23715239-327739/IMG_1660.JPG
source: https://discussions.apple.com/servlet/JiveServlet/showImage/2-16375048-42793/bat+1.jpg
source: https://discussions.apple.com/servlet/JiveServlet/showImage/2-16502335-46399/DSC_0555.JPG
source: https://discussions.apple.com/servlet/JiveServlet/showImage/2-16311423-41425/IMG_0090.jpg
pictures source: https://www.google.co.uk/search?q=a1189+battery+bulge&tbm=isch
APPLE’S ETHICAL, GLOBAL, REMEDIAL ACTION PROGRAMS
Since innovative high technology design and manufacturing can never be reasonably expected to be fully error free, Apple have very sensibly and wisely established an ethical business process whereby, through its ‘Exchange and Repair Extension Programs’ (» http://www.apple.com/support/exchange_repair/ ), Apple correctly takes moral responsibility for making amends, free-of-charge to the customer, when an Apple-instigated design and manufacturing flaw which affects 1,000s to 100,000s of Apple customers becomes apparent. So it was for Apple’s design-flawed, dead-&-bloated A1189 battery:
“There were two battery replacement programs, one based on serial numbers, one based on performance characteristics. The latter program includes as a symptom the statement, +"Battery pack is visibly deformed."+ Sounds like the person you dealt with was not familiar with the latter program.”
(source » https://discussions.apple.com/message/9212647#9212647 )
Indeed, a public posting of the latter Apple battery replacement program can be found in the Internet Archive:
“MacBook and MacBook Pro Battery Update 1.2
Apple has recently discovered that some batteries used in its MacBook and MacBook Pro notebooks may have battery performance issues. […] For MacBook and MacBook Pro systems with Intel Core Duo processors, this program extends repair coverage on the battery for up to two years from the date of purchase of the computer.
Identifying an affected battery
Affected batteries will have one or more of the following symptoms: […]
- Battery pack is visibly deformed. […]
Next Steps
To participate in this worldwide program, your MacBook or MacBook Pro battery must show the symptoms noted above. If it does, please make a reservation to bring your computer and battery to your local Apple Retail Store, [...where...] an Apple technical support representative [...] will determine if the battery is eligible for replacement, free of charge. [...]
This program extends repair coverage on the battery for up to two years from the date of purchase of the computer for Intel Core Duo-based MacBook and MacBook Pro computers. Apple will continue to evaluate the battery update program and will provide further extensions as needed.”
(source » https://web.archive.org/web/20090422160148/http://www.apple.com/support/macbook_macbookpro/batteryupdate/ )
So in 2011, when my factory fitted Apple A1189 battery failed through its well-known dead-&-bloated design flaw, I made an appointment at the Genius Bar of the central London Regent Street Apple Store. The Genius Bar folk I dealt with there were very quick and efficient in replacing my old dead-&-bloated A1189 battery with a fresh-&-new A1189 battery. No surprise here, since this is just the kind of top quality customer support which most long-time Mac users have come to expect from Apple, since "We Are Accustomed to Expecting Excellence".
When I asked how likely it was that this new A1189 battery would fail in the same way, I was told it was highly likely that the design flaw had been detected, diagnosed, and eradicated some years previously. "Seems legit," or so I thought at the time.
A 'Think Different' Example: build computers to last – utterly reject the ‘built-in obsolescence’ design mentality, absolutely and completely
IT IS HAPPENING AGAIN, AND AGAIN, AND AGAIN
However... it seems that such a sensible remedial design correction schema was merely the wishful thinking of an Apple “Genius”. As dozens of threads, hundreds of posts, and scores of photos at discussions.apple.com (and elsewhere) attest, it would seem that Apple has continued to knowingly manufacture and sell unreconstructed A1189 batteries, complete with their well-known and well-documented dead-&-bloated failure mode design flaw.
Maybe this peculiar behaviour might at least be partially mitigated, as long as Apple continues to extend its free-of-charge battery replacement program indefinitely – since Apple well knows that the old-&-defective A1189 batteries it has been replacing free-of-charge have merely been replaced by Apple handing out unreconstructed fresh-&-new A1189 batteries, complete with their well-known and well-documented dead-&-bloated failure mode design flaw.
On Sat 24 May 2014, my Apple MacBook Pro 17” failed for a second time, and for exactly the same reason as it failed in 2011: the design-flawed A1189 battery exhibiting its well-known and well-documented dead-&-bloated failure mode again. As well as the replacement A1189 battery having failed, with attendant bulging and splitting open of its casing, the MacBook Pro’s power adapter also went “pop”, smelling faintly of ozone, and supplying no more power.
Still, at least I knew, predicated upon my positive 2011 customer relations experience, that Apple would Do The Right Thing and replace, free-of-change, the parts rendered unusable by its design-flawed A1189 battery. Since the first available reservation at the central London Regent Street Apple Store was not until next Saturday, I made a reservation at the Kingston Apple Store for 14:45 on Sun 25 May.
Apple used to take pride in being an innovation enterprise who valued those who 'think different'.
Has it now become just another morbidly self-interested, greed-driven, transnational corporation?
Or does Apple still place high value on maintaining top quality customer relationships with those who 'think different'?
KINGSTON APPLE STORE – A COLD SHOULDER RECEPTION
The chilling contrast with my prior pleasant experiences in dealings with Apple could hardly have been any more pronounced. The Apple “Genius” Phillipe, who dealt with my case, was at pains to point out, time and time again, that Apple now regards my MacBook Pro 17” – the flagship Apple notebook of its day, of which Apple was justly proud – as a “vintage” computer, and his tone left no doubt that by “vintage” Apple is employing its pejorative adjectival meaning of “old or outmoded” (see, eg: » http://www.thefreedictionary.com/vintage – from the American Heritage® Dictionary of the English Language, Fourth Edition, updated in 2009). Indeed, in ‘Vintage and obsolete products’ (» http://support.apple.com/kb/ht1752 ), Apple makes clear that ‘vintage’ is second only to ‘obsolete’ in the corporate process of Apple shrugging off any responsibility for its “old and outmoded” products.
Apple seriously misconstrues 'Vintage' in its colloquial vernacular usage in the English-speaking world
With a classic American failure to comprehend irony, it appears to have slipped Apple’s notice that the English-speaking general public regard ‘vintage’ gear – as in vintage cars, vintage clothing, vintage aircraft, etc., &c. – as classics of production, collectively deserving of veneration, of respect and (crucially) of continuing, on-going usage, rather than their being sacrificed on an altar of corporate built-in obsolescence, and cast aside on to the landfill scrapheap (or on to a WEEE* recycling centre's pile-o'-junk scrapheap in the case of 'vintage' Apple Mac computers).
* WEEE = Waste Electrical and Electronic Equipment; see, eg: » http://en.wikipedia.org/wiki/Waste_Electrical_and_Electronic_Equipment_Directive
When corporations wield the 'uneconomic to repair' weapon against their customers, to push them towards both buying a new replacement product and also scrapping the 'vintage', old and outmoded, 'uneconomic to repair' product, then they're clearly demonstrating as how they are a barrier on humankind's crucially necessary and vitally important pathway towards a Zero Waste Economic System
HOW TO LOSE FRIENDS AND ALIENATE PEOPLE
Phillipe made clear that:
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any customer satisfaction I may have experienced in 2011 – as a result of Apple’s ethical action in a no-fuss, free-of-change replacement of their design-flawed A1189 battery – was purely temporary and time-limited, in that it was the result of a now-expired “Customer Satisfaction Program”; no such defective-parts-replacement largesse would be occurring in the here and now;
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although Apple disdains to continue hardware service for ‘vintage’ products (except in Turkey and California, where citizens appear to have legislated against corporations shrugging off their product responsibilities in this way), the replacement battery and power adapter I need to return my MacBook Pro 17” to working order are NOT considered by Apple to be ‘vintage’, and are therefore available for me to buy from Apple, in store or online;
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if I was dissatisfied with this response, I could always try escalation via contacting Apple’s higher echelons online.
So the cold shoulder treatment meted out by Phillipe (and possibly by Apple, too) seems to amount to this:
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yes, your Apple computer has again become inoperable because of a well-known and well-documented, design-flawed, Apple battery, for which Apple has previously taken moral responsibility in a global, free-of-charge, battery replacement program, which program did indeed avail you of a free-of-charge battery replacement in 2011, BUT...
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that was then and this is now, buddy;
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in failing to buy a new Apple computer to replace your perfectly adequate MacBook Pro 17”, you’ve allowed your old computer to fall in to our ‘vintage’ category of products, for which we disdain to offer any further hardware service;
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any customer satisfaction you may have experienced back in 2011 – as a result of Apple’s ethical action in supplying a no-fuss, free-of-change replacement of our design-flawed A1189 battery – was a purely temporary and singular time-limited largesse on Apple’s part;
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if you came here expecting logical, moral, ethical, and temporal consistency from Apple in its customer relations, I’m here to disavow you of any such foolish notions;
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even though we both know that Apple (by its 2011 ethical remedial action, and by its global free-of-charge battery replacement programs) regards itself as morally responsible for this particular Apple MacBook Pro failing in this way (again), seeing as how YOU are so eager to get it up and running again, we’ll shamelessly ask YOU to forfeit £174.00 for to buy from us another (design-flawed) Apple A1189 battery (£109.00, » http://store.apple.com/uk/product/MA458G/A/rechargeable-battery-17-inch-macbook-pro ) and an Apple 85W MagSafe power adapter (£65.00 » http://store.apple.com/uk/product/MC556B/C/apple-85w-magsafe-power-adapter-for-15-and-17-inch-macbook-pro );
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tough luck, buddy; we’re Apple, Inc. – we can do whatever we want, so screw you!
As you can no doubt tell, quite reasonably I do not take kindly to being betrayed in this way by an enterprise which I had previously held in high esteem, on the basis of a mutually beneficial, 21-year long, Apple Mac buying, using, and advocacy relationship.
Further evidence that, instead of providing leadership in environmentally responsible manufacturing, Apple is becoming a part of humanity's global problem of anti-green transnational corporate power
(source: » http://www.examiner.com/article/apple-pulls-products-from-epeat-green-electronics-registry )
‘UNECONOMIC TO REPAIR’ AS A WEAPON IN THE CORPORATE ‘BUILT-IN OBSOLESCENCE’ ARSENAL
One of the most immoral and well-known dirty tricks perpetrated by manufacturer corporations is getting loyal customers to keep buying new products regularly and frequently, through ensuring, by purposeful design, that the products which they design and manufacture will break down and become uneconomic to repair all the sooner – characterised as the corporate sinning syndrome known as ‘built-in obsolescence’. My initial experience with Apple Mac computers, at home (1993-2008) and at work (1987-2001 in IT support, South Bank University, London) chimed with Apple’s ‘Think Different’ enterprise philosophy (official ad slogan span: 1997-2002), in that one of the valid justifications of the premium price of an Apple Mac seemed to be a lack of built-in obsolescence in their design and manufacture. Although perhaps due to my initially buying new Apple computers for my own use fairly frequently to begin with (~2 years), the folk to whom I donated my ‘elder’ Mac computers didn’t encounter component failures either.
However... my C21 experience with component failures in my last two Apple Mac notebook computers (screen and HDD failures in my 2004 PowerBook G4 17”, battery and SSD failures in my 2009 MacBook Pro 17”) would seem to be par for the course these days, given that Google Instant predictions ably shows as how our fellow citizens are most concerned to know about ‘Apple’ and ‘iphone’ built-in obsolescence:
Still, one valid ethical strategy to mitigate against journalistic and public accusations of corporate mandated built-in obsolescence is:
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to freely admit when components go wrong way before they should, or exhibit unconscionable modes of failure; and then
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to offer suitable remedial action, free-of-charge, for customers so affected by those failing components.
Apple’s ‘Exchange and Repair Extension Programs’ (» http://www.apple.com/support/exchange_repair/ ) have been a highly esteemed example of this strategy, but my recent run in with Apple “Genius” Phillipe might indicate that they are now regarded internally as an atavism from Apple’s old and redundant ‘Think Different’ enterprise philosophy. These days, Apple instead emphasises the ‘uneconomic to repair’ weapon of the corporate ‘built-in obsolescence’ arsenal, in the hope that their ‘loyal’ customers will just give in and buy a new Apple product – sure, that may generally be a financially beneficial tactic for Apple, its stock holders and employees, BUT it is also a financially damaging and loyalty-jeopardising tactic for Apple customers, and much more importantly (IMHO) an environmentally damaging tactic for our planetary ecosphere, enabling and encouraging as it does unnecessary hyperconsumerism.
REDEMPTION – CAN APPLE ACHIEVE IT?
I say ‘might indicate’ because its always unwise to try to extrapolate from a sample size of one. Apple “Genius” Phillipe may have been just plain wrong, or may be a hostile aberration in an otherwise still customer-focussed enterprise, or may have been resentful of working the Sunday of the Bank holiday weekend, or may just have been having an off day. There are many understandable and forgiveable ways in which we’re not always able to give of our best, so the acid test comes in escalating my case to Apple’s higher echelons, via this message.
My desire to make a perfectly adequate information machine run for as long as possible before being replaced arises from a Gandhian desire to be the change I wish to see in the world – to reduce our global rates of resource depletion and WEEE recycling, thereby reducing their concomitant carbon emissions, the better to address humankind’s biggest ever self-generated problem: how to mitigate against the rising tide of catastrophic climate chaos events caused by anthropogenic global warming.
While I’m aware that making these connections may strike some as a non sequitur, my hope is that this message may find its way to the screen of an Apple employee who:
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is no stranger to interconnectedness and joined-up thinking;
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can appreciate how the microcosm of our ‘small’ interactions may be a reflection of the macrocosm of the top-level interactions between people and planet;
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can appreciate how even decades-long customer loyalty to any enterprise can be shattered by such an enterprise appearing to be single-mindedly determined to demonstrate its naked, amoral, and greedy self-interest, at the expense of maintaining moral and ethical customer relationships;
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has a sufficiently strong moral compass to make sure that Doing The Right Thing comes easily and naturally;
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has sufficient operational discretion to act as an ambassador for Apple’s ‘Think Different’ philosophy, even if that may mean using such discretion to extend an Apple global ‘Exchange and Repair Extension Program’ above and beyond the limits instructed to a shop floor worker.
As a well respected geek, I’ve spent over two decades buying, using, demonstrating the usage of, and extolling the virtues of Apple Mac computers as the best personal computers available (in nearly all circumstances), with a series of lines of evidence-based argument to back up my Apple-centric advocacy. One of those lines of argument is Apple’s generally strong support for backwards SW/HW compatibility – for instance, as demonstrated by a 2008-design MacBook Pro 17” swiftly executing the latest 2014-updated OS X 10.9.3 Mavericks OS SW (albeit from a blisteringly fast aftermarket 512 GB SSD, following the failure of its factory fitted CTO 128 GB SSD after four years); and another is Apple’s loyalty to its customers – for instance, as demonstrated by massive, global, post-sales support efforts, including global ‘Exchange and Repair Extension Programs’ to offer free-of-charge remedies to customers adversely affected by Apple’s few-&-far-between design/manufacturing errors.
Since I’ve still several decades of personal computer buying ahead of me, I’d hope to be a loyal Apple advocate to the end of my days; and obviously it’s strongly to Apple’s long-term advantage to retain me as a loyal Apple Mac buyer and torch bearer. Yet as a strong advocate for the free and open source software (FOSS) development model, I’m also aware that an equally capable (though less well integrated) personal computer – using a mass produced PC, or PC componentry, plus a Linux-based OS, such as Ubuntu – can be configured for a good deal less than an Apple Mac. Indeed, my emergency fallback PC is a donated 2001-design Compaq Evo N160 notebook running Ubuntu 12.04 LTS, so I’ve no doubt that, if all remaining trust in Apple is lost, then an alternate bright orange Ubuntu pathway beckons ahead.
We need to ensure that our planet-wide biosphere stewardship trumps merely producing products for profit – and taking moral responsibility for helping its computer users keep repairable systems up-&-running is where Apple has a leadership role to play
CHOOSING TO DO THE RIGHT THING
So here’s what I hope Apple will choose to do, to resolve this malfunction to our mutual satisfaction.
1. Choose to recognise that the continuing use of my otherwise perfectly adequate Apple MacBook Pro 17” has been interrupted, for a second time, by the well-known and well-documented design flaw of the Apple A1189 battery’s dead-&-bloated failure mode; and that this incident also took down its Apple 85W MagSafe power adapter. The case notes made by Apple’s Genius Bar employee Phillipe from my 14:45 Sun 25 May 2014 visit to the Apple Store Kingston should confirm these details, since he examined both failed components (dead-&-bloated A1189 battery, extinct power adapter), and committed to writing up his findings, such that a person from Apple’s higher echelons could refer to his case notes of our Genius Bar appointment.
2. Choose to acknowledge the logical, moral, ethical, and temporal inconsistency of responding to two such Apple A1189 battery dead-&-bloated failures with diametrically opposite customer service approaches:
3. Choose to adopt the positive ‘Do The Right Thing’ approach of 2011 in order to resolve the same Apple A1189 battery dead-&-bloated failure mode in 2014 – by generously offering a no-fuss, free-of-charge, parts replacement service:
Daily Mac OS X usage has been a cornerstone of my for well-being for well over a decade now – will Apple aid me in its restoration, or look the other way, and thereby self-harm?
ACTIONS HAVE CONSEQUENCES
As you’ve probably gathered, the denial-of-service, “That’ll cost you £174.00 to fix”, cold shoulder standpoint I was met with in Kingston Apple Store on Sunday has left me frustrated, annoyed and disappointed – that an innovative technology enterprise once so deserving of my trust, loyalty, esteem and advocacy could so offhandedly risk alienating a six-Apple-Macs-over-21-years customer.
Much as I may admire OS X as the finest PC OS ever coded, and a daily life-enhancing experience... if the price for using OS X is giving any more money to what turns out to be just another gruesomely self-interested transnational corporation, which apes its competitor corporations in merely treating citizens as cash cow punters to be milked for greedy corporate gain, then that’s not going to happen – alongside no small sadness for ‘The Fall of Apple’, for the foreseeable future I would be switching to using PCs and Ubuntu, and refocussing on FOSS advocacy. In this possible future timeline, I continued to receive only negative standpoints from Apple, Inc. in resolving this current malfunction – so the future’s bright, the future is (Ubuntu) orange*. What the heck, if I do just get too homesick for OS X, there’s always the possibility of fashioning my own CTO Hackintosh.
* Ubuntu orange: screen HEX #DD4814, print C0 M79 Y100 K0, pantone 1665
From the natal continent of our whole Homo genus, is this where our 'Think Different' locus is at these days?
However, a brighter future possible timeline for us both also hangs in the balance, one where Apple redeems itself by proving that loyalty runs in both directions, by helping to restore my Apple MacBook Pro 17” to up-&-running status again free-of-charge – and by which practical ethical action, Apple retains my two-decades-old customer loyalty, together with all the future decades of my personal Apple Mac buying and pro-Apple advocacy which this possible future timeline also entrains.
CONCLUSION
Please note that my preferred mode of communication for resolving this malfunction is via email, to: xxx.xxxxx@xxxxx.xxx (and that telephone communication is not an option, due to a disability).
Here’s hoping that this message has reached a sympathetically minded Apple employee, with sufficient operational discretion to offset a ‘£174 + P&P’ ethical remedial action against Apple’s annual $170+ billion revenue, and a moral willingness to Do The Right Thing – and as a consequence of which, I’ll shortly be receiving an Apple A1189 battery and an Apple 85W MagSafe power adapter, with which to revitalise my dead Apple MacBook Pro 17” notebook. After which, we all live happily ever after, naturally – having successfully falsified the popular hypothesis that a $170+ billion/year enterprise can only ever act as a gruesomely self-interested transnational corporation, obsessively and greedily fixated upon corporate gain.
Yours faithfully,
Tim Jones
PS: » http://youtu.be/nPgn4yNmLXI
"This is the Mayor talking – Always Do The Right Thing!"
Apple’s reaction? In a fruitless and worthless 14-email exchange, from Wed 28 May - Mon 09 Jun 2014, with Margaret Lordan, Executive Relations EMEIA (Apple Distribution International, Hollyhill Industrial Estate, Hollyhill, Cork, Republic of Ireland), Apple continued to insist that the corporation wanted ME to pay THEM for the replacement parts needed to repair the damage caused by THEIR design-flawed A1189 battery failure to MY Macbook Pro.
This sorry story continues with my 'Final Letter prior to Legal Action'.
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